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Regional Call Center Director

Bally’s Dover
Dover, DE
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Why Bally's?

Bally’s Corporation is one of the world’s leading entertainment companies, with millions of players across digital gaming platforms and traditional casino venues. Recognized for our innovation, energy, and dedication to creating thrilling gaming experiences, we were born to entertain.

A career with Bally’s means starting on a path to endless possibilities. Our growing business is searching for service-minded individuals looking for a place to build and grow, excel, and truly make a difference. So, if you want to be challenged in an exciting and fast-paced environment, this is the place for you!

The Role

The Regional Call Center Director is responsible for the overall operation of the Regional Contact Center, ensuring outstanding customer service, achievement of department KPIs, enforcement of hotel and casino policies and procedures, as well as proper selling techniques designed to enhance overall hotel and casino revenues.

  • Creates a positive, professional work environment
  • Builds a high-performance, revenue-generating team through consistently improving selection, development, and retention of staff
  • Responsible for maintaining and deploying daily, weekly, and monthly KPI reports
  • Meets or exceeds KPI goals
  • Collaborates with multiple properties to meet or exceed P&L goals
  • Efficiently resolves guest issues and uses root-cause analysis to prevent recurrences
  • Contributes to strategies to help achieve financial objectives including hotel yield coordination
  • Proactively recruits and trains qualified individuals
  • Pushes for continuous improvement through ongoing learning and training
  • Develops, deploys, and administers departmental standards and regular standards testing
  • Leads by positive example, establishes clear communication, and maintains professional relationships within and outside the department
  • Creates process to ensure the department responds promptly to internal and external requests
  • Creates processes which elevate the guest experience
  • Assists with hotel room, dining, marketing event, and other reservations as assigned
  • Collects and interprets call data to refine operations and build efficiencies
  • Looks for continuous improvement to serve the needs of our guests and employees
  • Proactively collaborates with marketing, hotel operations, IT, F&B, and other departments to develop best practices which serve guest needs and company goals
  • Ensures that departmental policies and procedures are effectively delivered to staff
  • Creates a playful and competitive environment, measuring success through data analysis
  • Celebrates individual employee and whole team improvement
  • Other duties and/or projects as assigned from leadership
  • Bachelor’s degree in a related field
  • At least 5 years of experience overseeing hospitality operations, call center operations, or similar
  • At least 3 years of experience with hotel property management systems (PMS), telecommunication software, and/or revenue management systems (RMS)
  • Excellent people skills and excellent communication skills
  • Strong MS Office skills (Excel, Word, Outlook, PowerPoint)
  • Self-motivated leadership skills
What’s In It For You
  • Competitive salary with annual performance bonus
  • Comprehensive health coverage plan that includes medical, dental, and vision
  • 401(K)/ Company Match
  • Employee Stock Purchase Plan
  • Access Perks and Childcare discounts
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.


Hotel property management systems (PMS), telecommunication software, and/or revenue management systems (RMS)

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Bally’s Dover is a unique Four Diamond casino hotel conveniently located in the heart of the Mid-Atlantic region. Our smoke-free casino features 33 table games such as Craps, Mini Baccarat Macau Style with Dragon Bonus, Blackjack, Roulette, Emperor's Challenge Pai Gow Poker, High Card Flush, 3 Card Poker with 6 card bonus bet, Player's Edge 21+3, Heads Up Hold'Em, and Cajun Stud. Players also enjoy 2,200 slot machines, including progressives and penny machines all the way up to $100 slots.

Our luxurious AAA-rated Four Diamond casino hotel is the largest in Delaware with 500 well-appointed guest rooms and suites. The stunning Rollins Center® ballroom and well-equipped breakout rooms accommodate conventions, corporate meetings, banquets, weddings and celebrations of many kinds.

Bally's Dover Casino Resort offers a wide variety of dining options from New York-style deli to a gourmet steak and seafood restaurant.  Casual dining includes family-style Italian, specialty seafood, station-style buffet, two gourmet coffee and pastry shops and more. Food & beverage venues include Gr8 Burgers, Jerry Longo's Meatballs & Martinis, Macau Kitchen Express, The Royal Prime, Sugar Factory, Sweet Perks Too and the Winner's Circle Restaurant.

Toppers Spa/Salon offers exquisite spa treatments and salon services in a tranquil setting.  Our shops include Godiva, Swarovski, The Colonnade Marketplace and Fashions of The Colonnade featuring trendy and classic designer apparel and accessories.

World-class sports action awaits with live harness racing from November to April with a liberal purse structure to attract the best horses and drivers from Delaware, Maryland, Pennsylvania, New Jersey, New York, Ohio and Canada.

Guests can wager on harness and thoroughbred horse racing from across the country, 363 days a year in our Race & Sports Book, in addition to professional football sports betting. Our casino hotel adjoins Dover International Speedway®, which hosts two thrilling NASCAR® race weekends each year.

We feature some of the best live entertainment in our region as well as live boxing events.

Our parent company, Bally’s Corporation is a global casino entertainment company with a growing presence including award-winning casinos and resorts, as well as a broad portfolio of digital sports betting and casino offerings.With approximately 10,500 employees spread in offices around the world, Bally’s Corporation is one of the fastest-growing competitors in our field. Company assets within the United States include 15 casinos, a horse racing track, and access to online sports betting licenses in 18 states. Our casino operations boast an impressive total collection of over 15,000 slot machines, 500 table games, and 5,300 hotel rooms.